Any reproach or dissatisfaction expressed either in writing or verbally, in respect of a service or product offered by Lloyd’s Underwriters related to a policy or claim issued by Lloyd’s Underwriters Canada and could not be resolved immediately within the normal course of business to the satisfaction of the party voicing the concern.
Make a Complaint
View all 'Make a Complaint'What is a complaint
Who to contact
Detailed information on who to contact is provided in your policy wording, however if you are struggling to find this, please speak to the company you purchased the insurance from. If your complaint relates to a claim, speak with the claim handler so they can start to look into this for you.
Alternatively you can speak to us, our contact details are:
Lloyd’s Underwriters
FAO Complaints Officer
1155 Rue Metcalfe
Suite 2220
Montréal (Québec)
H3B 2V6
1-877-455-6937
info@lloyds.caWhen to expect a response
The Lloyd’s underwriter or their representative will acknowledge your complaint within 2 business days and aim to provide you with a response within 20 business days. If you are unhappy with the outcome, please send us your written complaint and we will carry out a review and issue a final response.
Escalating your complaint
If you are unhappy with the outcome in the final response or you have not been provided with a final response within 56 calendar days of you raising the complaint, you may be able to refer your complaint to the General Insurance Ombudservice.
Find out more about this serviceFor residents of Quebec, you may be able to refer you complaint to the Autorité Des Marchés Financiers.
1-877-525-0337
http://www.lautorite.qc.ca/Financial Consumer Agency of Canada (FCAC)
If you have a complaint specifically about Lloyd’s Underwriters’ complaints handling procedures you may contact the FCAC.
Financial Consumer Agency of Canada (FCAC) provides consumers with accurate and objective information about financial products and services, and informs Canadians of their rights and responsibilities when dealing with financial institutions. FCAC also ensures compliance with the federal consumer protection laws that apply to banks and federally incorporated trust, loan and insurance companies. The FCAC does not get involved in individual disputes. The FCAC can be reached at:
427 Laurier Avenue West, 6th Floor, Ottawa ON K1R 1B9
Services in English: 1-866-461-FCAC (3222)
Services in French: 1-866-461-ACFC (2232)